Set up auto-assign for requests

Destiny Help Desk users with the Manage Site Settings administrative permission can set up requests to be auto-assigned, based on the following criteria:

  • Request type
  • Building
  • Problem type
Example: You can auto-assign one user to handle all forgotten password requests or a user at the high school to handle all requests for 1:1 devices.
  1. Select Settings > Manage Auto Assignments. The Manage Auto Assigns page appears.

    Manage Auto Assigns page

  1. At the top-right, click +Add Auto Assign. The Manage Auto Assign page appears.

    Manage Auto Assign fields

  1. Do the following:
    1. Enter a Name.
    2. Select the Request Type this rule applies to.
    3. Use the following multi-select drop-downs to select one or more options:
      • The building(s) this rule applies to.
      • The method(s) this rule applies to.

        Note: There are three methods for auto-assigning:

        • Assign to All Users: The request will auto-assign to all selected users/teams.

        • Load Balance: The request will auto-assign to a single user based on the count of open requests by the user within the criteria of the auto-assignment.

        • Round Robin: The request will auto-assign to a single user based on the last assignment date within the criteria of the auto-assignment.

        For both load-balancing and round-robin methods, you can "Skip" the assigned user of the request. Skipping will update the assignment to the next user in line, based on the method.

      • The users(s) these requests are assigned to.
      • The team(s) these requests are assigned to.

        Note: Adding a team assigns any request meeting the chosen criteria above to everyone on that team.

  2. Click Save.

The request is automatically assigned to the selected user(s) and/or teams, who then receive an email notification.